Desktop Support - Onsite Guadalajara

NTT DATA, Inc.; Región Centro; Presencial; MXN 200.880 - 267.840; Jornada completa

Descripción de la vacante

NTT DATA, Inc. is seeking an on-site Service Desk Agent in Guadalajara to support our Healthcare Service Desk. The role involves handling inbound calls about clinical and technical applications, troubleshooting, and incident management in a fast-paced environment.

Candidates must have 2+ years in a service desk, 1 year of technical troubleshooting, and be willing to work night shifts, weekends, and holidays as required. 10% travel and up to 25 lbs lifting may be needed.

Formación

• Minimum of 2 years of service desk / helpdesk experience or equivalent combination of education and technical troubleshooting experience.
• Minimum of 1 year of technical troubleshooting experience.
• High school diploma or equivalent required.
• Must work on site in the Guadalajara office.

Responsabilidades

• Handle inbound customer calls in a 24x7 healthcare service desk environment.
• Respond to incoming service desk calls regarding clinical and technical aspects of applications like Epic, Cerner, McKesson and Meditech.
• Track, document, and close or escalate incidents in a timely manner.
• Drive incident resolution on a 24/7 desk.
• Read screen text during shift and comply with travel up to 10% and lifting up to 25 lbs as needed.
• Maintain Two-Factor Authentication and manager communication.

Conocimientos

English language

Communication

Call center

Educación

High school diploma

Descripción del empleo

Job Responsibilities

• This position will be a part of our Healthcare Service Desk, as an agent primarily handling inbound customer calls. This is a call center environment in which we support our customers 24x7x365
• All candidates will have to be shift flexible. Shift work is required including nights, weekends, and/or holidays. Account specific training is conducted during day shift hours, regardless of assigned shift.
• Respond to incoming service desk calls from healthcare customers regarding the clinical and technical aspects of various clinical applications such as Epic, Cerner, McKesson and Meditech. Incidents may include, but are not limited to workflow issues, devices, application errors, user access, and functionality
• Track and document the appropriate comments, and close or elevate the incident tickets and related issues in a timely manner
• Responsible for driving resolution of incidents on a 24/7 desk
• Read text on computer screens for the duration of the shift
• Travel up to 10% of the time, if required
• Lift up to 25 lbs. if needed for equipment setup
• Have a working cell phone for manager communication and Two‑Factor Authentication

Basic Qualifications

• Minimum of 2 years of service desk / helpdesk experience or equivalent combination of education and technical troubleshooting experience (i.e., 1 year of work experience and 1 year of technical education)
• Minimum of 1 year of technical troubleshooting experience
• High school diploma or equivalent required
• Must work on site in the Guadalajara office

Preferred Skills

• Experience in a call center environment
• Demonstrate a service philosophy in all interactions with clinicians and colleagues
• Effective communication and interpersonal skills
• Proficient typing and English language skills (both verbally and in writing)
• Strong listening capabilities to fully understand caller’s needs / requests
• Exceptional ability to work optimally in a fast‑paced environment

This position is only available to those interested in direct staff employment opportunities with NTT DATA, Inc., or its subsidiaries. We offer a full comprehensive benefits package that starts from your first day of employment.

Equal Opportunity Employer

NTT DATA Services is an equal opportunity employer and will consider all qualified applicants for employment without regard to race, gender, disability, age, veteran‑status, sexual orientation, gender identity, or any other class protected by law. To learn more, please visit https://us.nttdata.com/en/about-us/content/diversity-and-inclusion . Furthermore, NTT DATA Services will make accommodations for eligible applicants on a case‑by‑case basis. Please email [e-mail] for assistance .